Dear Friend,
At Canyon, it has always been our goal to build the best bikes. Whether for professional athletes, weekend warriors or first-time riders we strive to offer each of you the perfect riding experience. Over the last few years, the growing demand for our bikes called for a total overhaul of our systems and facilities.
As you will already know, the process of upgrading and transitioning did not go as planned. Throughout this period of transformation, we failed to deliver the level of service that our company stands for. We are heartbroken that this has caused many in our community to lose their faith in Canyon. On behalf of the entire Canyon Team, I would once again like to express my deepest and sincerest apologies for this, as well as do my best to explain the situation.
What happened?Towards the end of 2015, in response to the rapidly growing demand for our products, we took a major step for the future of Canyon. We opened up a brand new, state-of-the-art factory and implemented a new company-wide IT system. Our goal was to streamline our processes to provide all of our customers around the world a simpler and better experience when buying a Canyon bike.
Unfortunately, at the start, the total opposite occurred. As soon as we began implementing the new system unexpected problems arose. Instead of improving our processes, they were brought to a standstill. Customer and order information vanished and we subjected many of you to ridiculous delivery times. On top of that our customer service was ill-equipped to answer the huge number of enquiries quickly, nor could they access the information necessary to give you the answers you needed.
All of these problems, while unintentional, were our responsibility and I deeply regret how many of you have been affected. As a person who is extremely passionate about riding nothing gets me more excited than the idea of getting a new bike, so I can honestly sympathise with how upset you must be. Your emails, calls and posts have not gone unnoticed, they have been taken to heart.
A new Canyon…Over the last few weeks, we have dramatically improved the situation thanks to the sustained effort and commitment from the entire Canyon Crew. Our new systems perform better with each passing day and our production problems are working themselves out. We have learned a tremendous amount from this experience and are certain that in the future we will be much better prepared for any challenges.
To achieve greater transparency and you all informed on what is happening inside Canyon, we will begin posting regular updates under the News section of our website. We have learned the hard way that it is not enough to build award-winning bikes, we must also provide the best service possible. Unfortunately, we can’t do this overnight but we are concentrating all our efforts on improving as thoroughly and as quickly as possible. We have nearly reached the end of this chapter, but a long road still lies ahead of us. We sincerely hope that you will continue to put your trust in us as we move forward towards a brighter future and a better Canyon.
I want to personally thank you for your loyalty and patience. The whole Canyon Crew is giving their best to meet your expectations and we won’t stop working until we do.
Yours sincerely,
Roman Arnold,
Founder & CEO, Canyon Bicycles GmbH
MENTIONS: @Canyon-PureCycling
Before this happened (summer 2015) these ARSE HOLES cost me a whole race season waiting for a rear chainstay to be replaced because they insist on taking the whole bike back. Then their communication between the British CS and the German factory was abysmal to the point that i refused to pay for the work done as i had been made to wait FOUR MONTHS for what was a straight swap out of the chain stay and a brake bleed and pad change that they had insisted i had done......
I say about time they accounted for their actions. Cheap prices have to mean a lax in the company somewhere i.e their customer service
I'm stil a pupil, so my budget is not the biggest and Canyon offers the best bikes for a price of 2500€, so I wanted to stick with the brand, because I thought I might get a bike in year 2015. But NOPE! Thanks to Canyon!
another acronym "Slow And Painful".
news.sap.com/canyon-bicycles-innovation-wheels
I thought he was just being pigheaded. I was wrong.
They went ahead with the switch, the CEO quit, and the SAP took up about a year of the company's time, completely ruining their ability to release new products to keep up with their competitors. They never recovered, and ended up being spun down and having their remaining products folded into the parent company within a few years.
Somewhere around $30-million worth of value, dissolved by a SAP integration.
Hope things work out better for Canyon.
Shitty software. I've had constant headache every time I'm at my office.
The IT sales people ARE SALES PEOPLE! What do you expect?
The managers are normally never made up of individuals with enough knowledge to turn down these bull5h1t solutions companies try to push and as a result of that lack of knowledge can never envision long term in house objectives that can get them where they want to go without spending money, and worse yet, tax payer dollars.
Now throw in this idea that it's better to outsource, an voila, you have an expensive 5hit sandwich.
I'll never forget having the pleasure of squaring off with Ido Ben Moshe of Zend (PHP) as to why their tool was sub-par. Before this meeting I had written a report to the department head on what it would be like to live with the tool. While I was detached in tone, there were significant issues that caused the management to back away from the tool. We met with them anyway to give them a chance to answer the issues presented, to which they failed, all the while behaving as if their experience was greater than ours.
I hope Canyon rests on the thinking and usage of permanent in house IT teams and better testing procedures in the future. The best of luck to them.
:-)
Yeh, you have nailed it. Let's take Canyon, when they order frames from Taiwan, they have people who can actually check the product quality inch by inch. But if the didn't, their Asian friends would sell them crap, just list this IT corp did. The reason is that they do not hire anyone to whom IT is not black magic.
Fortunately, the company I work for now allows me to operate as a Sales Engineer, and vet the solutions before the client sees the project proposal. I get to make sure it is realistic, which has made the projects I implement go SOO much smoother.
But yeah man... I remember those days of dreading what a sales person told someone.
Well done with the subtle marketing use of "strive" in the apology letter. Next task, incorporate "Spectral" into your next open letter.
"Duty rates in Brazil vary from 0% to 35%, with an average duty rate of 22.77%. Brazil operates a 'Simplified Tax Regime': Imports by post valued up to US$3,000 are subject to a flat Import Tax of 60% on the CIF value of the import."
This would make a $3500 bike cost you $5600 by the time it makes it to Brazil. And that does not count shipping, which is also taxed. (CIF - Cost, Insurance, Freight). A distributor would have to pay these taxes stocking his/her store with bikes, then charge their customers extra to cover the duty and shipping.
I have a lot of clients in Brazil who have to deal with this on a regular basis.
So a company like Canyon selling by internet and delivering here would bring drastic and welcomed changes for the consumers and the sport.
@Iceman666 Looking forward to getting mine...hopefully it is as you say and that thing works longer than the old one
I got my order and shipping confirmation 1 week after I got the bike..
Right now I´m waiting for spareparts since 4 weeks, delivery date last week of january, talked to a service gut last week he told me it could take a "few" more weeks...
¿what happened to avid brakes years ago? Thousands of riders worldwide had similar problems with these shitty brakes and PB said nothing. Sram finally had to recognize they were basically selling crap when the name was changed.
Hey PB, everyone likes money, but beyond this there's a thing called decency. It's great that the legend writes nonsense about rights of way and divorces, but not all users are retarded.
-I still love canyon
info for the gravity riders, Torque DHX/EX prices just dropped 20% or so (might be also because starting price is higher than last year though)
@taifi yep I was surprised that their 2016 range was still 26". Probably explains also why they went from 4 DHX builds to 2 and from 3 EX to 2. Is your 27" info just supposition?
MY NEW YT CAPRA COMP AT £2k! arrives soon
Ta S
running real time simulations before releasing their product to the customer?
when i worked a stright job, that protocol was always a line item in the contract.
"Our new systems perform better with each passing day" wanna see THAT!
That was very humble of you... Well done sir..!
When are you going to restart the network in Canada and the USA?
Thanks
Not good enough. Only a refund of my hard earned £3300 will change my opinion on your company.
Regards
Another pissed off shapeshifter owner
Thank f*ck Ridemonkey exists.